Seasoned Customer Service Manager

This role is built for a strategic, data-driven leader who sees customer service as a core driver of brand loyalty and business growth. We’re seeking a seasoned Customer Service Manager with deep experience in D2C e-commerce and analytical sharpness. If you’re equal parts analytical and visionary–comfortable owning big-picture strategy while diving deep into data–we want to hear from you. This is a high-impact role for a leader who navigates shifting priorities with ease, fosters trust at every level and leads with both heart and precision.

Qualifications:

4+ years of experience in customer service operations in D2C e-commerce.

Proven ability to scale a department and have managed teams of 50+ representatives.

Highly self-motivated and independent worker, capable of managing and executing projects autonomously with minimal guidance or supervision.

Expert-level analytical skills, being able to manipulate raw data sets and draw accurate conclusions for new department initiatives.

Expert-level proficiency in Excel/Google Sheets.

Forward-thinking with a knack for utilizing technology, AI, and industry best practices to stay ahead of the competition.

Strong knowledge of trust-building strategies, customer feedback mechanisms, and strategies to strengthen loyalty and lifetime value of customers.

An influential leader who fosters a culture of learning and growth across teams.

Your Tasks and Responsibilities:

Lead the customer service department, serving as the central communication hub and providing critical information and solutions to the team and senior leadership.

Extract, manipulate, and analyze data to identify trends, implement improvements, and measure the impact of initiatives.

Continuously develop/execute creative modern tech strategies to improve customer satisfaction, retention, and quality of service.

Manage customer service platforms and tools, including ticketing systems and CRM software, to optimize workflows and insights.

Oversee daily operations, ensuring timely and accurate responses across all customer service communication channels (email, chat, phone).

Continuously explore and implement emerging technologies, AI, and innovative processes to keep us ahead of the curve and elevate our performance every day.

The team:

The team you’ll be joining has been working together for 5 to 10 years, building a strong foundation of trust, collaboration, and commitment to Vitality. We’re a group of individuals who value hard work, integrity, and accountability. Each team member brings deep expertise to their role, and we consistently support one another in learning, growing, and pushing boundaries.

When applying, please include the answer to these questions in your Cover Letter.

1- Examples of strategies & experiences you successfully implemented that resulted in higher customer satisfaction & retention.

2- The size of the customer service departments you have managed.

3- The size of the customer base(s) & brands you worked with.